Northern Credit Union and interface.ai partner to elevate banking experience

By Pavithra R

New York-based Northern Credit Union, serving over 36,000 members, has announced embarking on a mission to enable a seamless banking experience for its members, powered by interface.ai’s Intelligent Virtual Assistant (IVA).

On the launch of the solution, members who call Northern’s contact center will get answers to their questions by interacting with the IVA, enabling Northern to provide full service to members 24/7.

“There are various shortcomings with how call center servicing works today. Long wait times and inability to easily connect with the right person have frustrated our members, and the general public, over the years; causing high abandonment rates, tarnished reputation, and loss of business. interface.ai’s IVA technology will help us circumvent all these problems & enable us to provide our members the exceptional service they deserve along with an essential competitive advantage for Northern. Additionally, it will free up our employees from working on transactional activities and enhance the quality of work, thus improving employee morale,” said Dan St. Hilaire, CEO, Northern Credit Union.

interface.ai provides an out-of-the-box Intelligent Virtual Assistant that acts as a “personal banking teller” to help members 24×7. interface.ai’s Intelligent Virtual Assistants currently power several Banks and Credit Unions across the world.

“The pandemic has made member behavior on call centers permanent. There is a sustained increase in call center traffic, in the order of 30 – 40% on average, across financial institutions. This increased traffic has resulted in increased wait times & abandonment rates leading to poor member experience. We believe implementing Intelligent Virtual Assistants is the only way for most financial institutions to offer timely support, provide personalized service to members at scale and manage operations efficiently. We are excited to partner with Northern Credit Union and enable them to improve their service levels, engage better with their members, and enhance efficiencies,” said Srinivas Njay, Founder and CEO of interface.ai.